SaaS Customer Support & Integrations Expert

Rippling

Idaho

On-site

USD 31,000 - 32,000

Full time

13 days ago

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Job summary

Rippling is seeking a Customer Support specialist to become a product expert, resolve customer issues from start to finish, and respond to inquiries via email, chat, or video. You will troubleshoot accounting integrations, document interactions, and collaborate with Product and Engineering to drive improvements.

Ideal candidates have 2+ years in SaaS tech support, strong API/integration experience, and a solid foundation in accounting concepts.

Qualifications

Bachelor's degree required.
2+ years of technical customer support in a SaaS environment.
Hands-on experience with APIs, integrations, or payroll processes.
Basic understanding of accounting concepts (journal entries, COA, GL mapping).
Experience diagnosing integration failures (sync errors, data mapping).
Strong problem-solving and troubleshooting with attention to detail.
Time management and ability to prioritize in a high-volume, multi-channel support role.
Excellent written and verbal English communication.
Willingness to work 9:00 PST - 5:30 PST.

Responsibilities

Become a product expert, maintaining high product knowledge to assist customers and teammates.
Take ownership of customer issues from start to finish in a fast-paced environment.
Respond promptly to inquiries via email, chat, or video conferencing.
Resolve issues by understanding complaints, diagnosing causes, selecting solutions, and following up.
Troubleshoot accounting integration failures including GL sync errors and API connectivity problems.
Document and track customer interactions using the CRM system.
Gather feedback and collaborate with Product and Engineering to improve products.
Stay updated with company policies and product updates for accurate info.
Meet deadlines and ensure client needs are met with exceptional service.